Fortinet

1 month ago

Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Provide advanced technical support for Fortinet products, acting as an escalation point for Fortinet partners and Technical Support Engineers. Interface with QA and Development to solve customer problems, replicate issues, and identify bugs through testing and documentation, ensuring timely case closure and high customer satisfaction across LATAM.

Location: Mexico City

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide advanced troubleshooting on the full range of Fortinet products and services.
•Collect, analyze, and change configuration information and network data; reproduce issues in lab environments with L3 support to isolate problems and propose solutions.
•Educate customers as needed due to gaps in networking or product knowledge; document and share known problems with guidance from bulletins and release notes.
•Escalate technical cases properly and manage them through closure; maintain clear customer communication and set expectations.
•Submit KB articles monthly and collaborate with LATAM and AMER teams to improve service quality and customer satisfaction.

Key Requirements

•Strong understanding of TCP/IP, routing protocols, and L2/L3 switches.
•Experience with Fortinet or other networking/security products (firewalls, IPSec, IDS/IPS, anti-spam, virus scanning).
•Previous call center or technical support experience with networking products.
•Ability to communicate effectively with customers and manage cases to closure; escalation when needed.
•Portuguese language skills are a plus or willing to learn within 1 year.

Experience:NetworkingSecurityIT support

Education:Bachelor's

Skills:CommunicationProblem-solvingCustomer service

Certifications:SANS(ISC)2ISACABS7799/ISO17799

Languages:EnglishSpanishPortuguese

Tech Stack:TCP/IPRoutingL2/L3 switchesFortinetFirewallsIPSecIDS/IPSAnti-SpamVirus scanning

Company Brief

Fortinet

Provides enterprise cybersecurity solutions including data protection, cloud security, network security, and user and entity behavior analytics to help organizations prevent insider threats, secure cloud and on-premises environments, and enforce data loss prevention policies.

Industry: Cybersecurity

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Austin, United States

Founded: 1994

Website LinkedIn

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Fortinet

1 month ago

Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: Mexico City

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide advanced troubleshooting on the full range of Fortinet products and services.
•Collect, analyze, and change configuration information and network data; reproduce issues in lab environments with L3 support to isolate problems and propose solutions.
•Educate customers as needed due to gaps in networking or product knowledge; document and share known problems with guidance from bulletins and release notes.
•Escalate technical cases properly and manage them through closure; maintain clear customer communication and set expectations.
•Submit KB articles monthly and collaborate with LATAM and AMER teams to improve service quality and customer satisfaction.

Key Requirements

•Strong understanding of TCP/IP, routing protocols, and L2/L3 switches.
•Experience with Fortinet or other networking/security products (firewalls, IPSec, IDS/IPS, anti-spam, virus scanning).
•Previous call center or technical support experience with networking products.
•Ability to communicate effectively with customers and manage cases to closure; escalation when needed.
•Portuguese language skills are a plus or willing to learn within 1 year.

Experience:NetworkingSecurityIT support

Education:Bachelor's

Skills:CommunicationProblem-solvingCustomer service

Certifications:SANS(ISC)2ISACABS7799/ISO17799

Languages:EnglishSpanishPortuguese

Tech Stack:TCP/IPRoutingL2/L3 switchesFortinetFirewallsIPSecIDS/IPSAnti-SpamVirus scanning

Company Brief

Fortinet

Industry: Cybersecurity

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Austin, United States

Founded: 1994

Website LinkedIn